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Function documentationAgent Dashboard

 

You can use the agent dashboard to view information relevant to your current interaction center (IC) session. It is useful when you need more information about what is displayed in the queue status. You can access the agent dashboard by clicking the queue status at the bottom right corner of the browser window.

Features

The agent dashboard displays the following information:

  • Your user ID and business role

  • Channels and queues

    You see all channels you are working in, for example, e-mail, chat, and telephony, specific phone numbers and e-mail addresses from which you can receive inquiries, and the queues to which you are assigned.

    This information is only available if:

    • There is a connection to a communication management software system, and

    • The communication management software passes queue and channel information to the interaction center.

  • System information

    System information is used primarily by system administrators for troubleshooting. It includes:

    • Information on the domain in which the servers are operating (for example, wdf.sap.corp)

    • Name and description of the communication management software being used